Gullotti praises crisis communication of Lufthansa
The airline is praised by former Swiss press spokesman Franco Gullotti for its response to the Germanwings crash.
"Until now, Lufthansa has been a good example in all respects, almost a school example," says Gullotti in an interview with Handelszeitung. Gullotti used to work for Swiss (a subsidiary of the Lufthansa Group). Lufthansa has not taken part in speculation, communicated quickly and transparently and addressed all the groups involved.
Gullotti, who now works as a consultant, communicated the Crossair crash in Bassersdorf in 2001 with 24 fatalities. "Of course you can't compare an event like that," he says. "But I still remember how central and challenging it was to deal with the relatives."
As a press spokesperson, you play through crisis situations. "What you can't practise is empathy with the relatives and those affected and also with the employees," says Gullotti. After the Germanwings accident, Lufthansa CEO Spor effectively expressed his trust in the pilots and showed a lot of emotion.
